United StatesChemicals and materials2025 – ongoingEastman Chemical
Sales preparation and reporting assistant in CRM
Eastman's early sales-copilot rollout cut call preparation to approximately 40 minutes
Problem
Sellers searched scattered customer records before meetings. Pricing discussions and renewal dates could be buried in months of notes.
Approach
Eastman built a sales copilot into its CRM using Microsoft Fabric and Azure OpenAI. Sellers asked questions by voice or text. The assistant also drafted interaction reports and returned organized information to the CRM.
Results
Takeaway
The reported preparation savings came from an early rollout. Microsoft did not disclose the number of sellers measured.
Categories
- Size
- Large enterprise
- Industry
- Chemicals and materials
- Business function
- Marketing and sales
- Innovation type
- Process innovation
- AI technology
- Generative AI
- Adoption
- Built in-house
- Evidence
- Vendor case study
Sources
Source summaries
Microsoft described Eastman's CRM assistant and its connection to customer data in Fabric. It reported that early users prepared for calls in approximately 40 minutes, compared with up to 4 hours previously.
Full details are in the original sources.
